In my experience, Lulu's has great customer service and does have some nice dresses! However, anything I've purchased from them that is Lulu's brand and not an outside company, has been really poor quality after one or two washes. I take good care of my garments and wash them with the appropriate gentle cycles, and dry accordingly. But any Lulu's brand item ends up faded and with so much piling after just a few washes. And yes, some of their things look different in person and much cheaper looking than on the website. I feel like they're just a Forever 21 with a prettier web design and higher prices. I would recommend to a friend based on customer service and the fact that you actually can get some nice things from them, but their stuff is more poor-quality and low value, than good-quality high value for sure.